ELSA M. CASTANEDA

Winnetka, CA ***** . Cell: 818-***-****

E-Mail: ab9x5c@r.postjobfree.com

SUMMARY of QUALIFICATIONS

Highly motivated business professional with a broad range of experience

from supervision to strategy and analysis. Diverse background in insurance

and construction industries. Demonstrated ability to work well under

pressure, adapting to change and meeting rigorous deadlines and demands

while maintaining a positive and collaborative team environment. Excellent

communicator and leader, successfully working with all levels within the

company from entry level associates to upper management.

Areas of expertise include:

. Project Management . Regulatory & Compliance . Problem

Resolution

. Financial Analysis . Leadership . Team Building

. Revenue Forecasting . Communication . Project Planning

EDUCATION

Mount Saint Mary's College, Los Angeles, CA 1998 - 2003

Bachelor of Arts Degree in Business Management

PROFESSIONAL EXPERIENCE

Red Hawk Fire & Security (CA), Inc., Los Angeles, Ca

2012 - Present

Project Manager, Tenant Improvement

Project Manager for fast-paced Fire Life Safety contractor with an average

of $2.1 Million in continuous production. Responsible for revenue

forecasting, resource planning and achieving goals and objectives in

collaboration with Operations managers while maintaining budgetary

constraints. Accountable for assigned projects from inception to completion

including cost management, resource analysis and allocation and final

billing closeouts. Manage technicians to ensure successful project

completion, safety and administrative compliance. Track technician project

hours and bonus incentive program. Conduct bi-weekly work-in-progress

meetings to report project costs, profitability and forecast status to

upper management.

Selected Achievements:

. Consistently meet and exceed upper management's project goals for

Gross Margin and Projected Final Costs.

. Developed and implemented new tracking method for projects; tracking

deliverables and progress, increasing accountability and minimizing

project delays.

. Credited with improving the department's morale by improving

communication between employees and upper management.

. Commended for efficiently handling new employee incentive program.

Red Hawk Fire & Security (CA), Inc., Los Angeles, Ca

2010 - 2012

Project Administrator III, Tenant Improvement

Senior project administrator for Tenant Improvement department. Assist

Operations Manager in resource planning and project forecasting. Assist

with interviewing, hiring, firing, training, coaching and mentoring to

encourage development, efficiency and growth within the department.

Accountable for processing all approved projects from initial approval to

closeout; ensuring compliance with company and regulatory requirements

while maintaining quality control, customer communication, timely handling

and an audit trail. Provide all necessary deliverables to project managers,

technicians, and engineers including proposals, contracts and project

schedules. Assist project management team in performing in depth project

analyses such as identifying costs and schedule risks, possible pitfalls,

and change order opportunities. Lead and facilitate weekly team meetings,

reviewing all projects with Project Managers and office staff, comparing

'actual' to 'projected' metrics ensuring a smooth and profitable project.

Liaison with several departments such as Warehouse, Engineering, and Shared

Services, to ensure all project deadlines and requirements are feasible and

met with minimal impact to the project schedule, costs and customer

service. Handle collection issues and ad hoc projects at management's

request.

Selected Achievements:

. Management's 'go-to' expert for all aspects of the department.

. Maintained high productivity during purchase and reorganization of the

company.

21st Century Insurance / Farmers Insurance Group, Woodland Hills, CA

2008 - 2009

Compliance Analyst, Product Development

Administered and coordinated efforts in regulatory matters, corresponding

with Insurance Departments and internal Business and IT departments to

ensure submittals are accurate and timely. Assisted SVP of Product

Development in conducting, analyzing and tracking proposed regulations,

state laws (pertaining to auto insurance rates / rules / coverages /

exclusions) and market research and their impact on operations. Served as

primary point of contact for all regulatory questions and requests.

Initiated and tracked projects for the department throughout the project

life cycle. Maintained record of all current auto insurance products and

proposed new product and marketing ideas. Liaison with e-business to ensure

company sales and service websites accurately represent filing submittals.

(Continued)

ELSA M. CASTANEDA Page 2 of 2

PROFESSIONAL EXPERIENCE (Continued)

21st Century Insurance / Farmers Insurance Group, Woodland Hills, CA -

continued 2008 - 2009

Compliance Analyst, Product Development

Selected Achievements:

. Implemented new process for ISO Annual Verification and SDMS data

call.

. Researched, developed and proposed alternative trip insurance options

versus the AIG Security Advantage package which is currently offered.

21st Century Insurance / Farmers Insurance Group, Woodland Hills, CA

2006 - 2008

Support Analyst, Customer Care - National Call Management Center

Managed daily tasks for a division of the call center; planned and

coordinated developmental training for 400+ call center agents without

adversely affecting service metric goals; responsible for new hire training

- set up accounts and workstations to allow agents to take calls through

the Computer Telephony Integration system; conducted thorough analysis by

comparing key performance indicators (such as call volume and call

forecasting) by half hour intervals, days, months, and proposed solutions;

troubleshoot any technical issues the agents may be experiencing by running

SQL queries and consulting with external departments such as Telecom and

CTI to resolve the matter; assess current scheduling gaps and recommend new

and or current schedule changes needed; create and maintain reports.

Selected Achievements:

. Assisted in the development and implementation of a new schedule for

the call center.

. Improved process for Trouble Tickets, expedited service and doubled

rate of closures.

21st Century Insurance / Farmers Insurance Group, Woodland Hills, CA

2004 - 2006

Claims Office Adjuster, Claims

Responsible for handling assigned Claims Adjuster workload as well as

managed team of 12 claims "first report" agents. Ensured that team followed

state regulated insurance practices and provided world class service to our

insured clients. Responsible for all aspects of hiring, performance,

evaluation, discipline, firing and development of direct reports.

Identified, monitored and evaluated employee functions to ensure that

proper controls are in place to minimize exposure to fraud. Investigated

and analyzed automobile accident claims for coverage, liability, suitable

damages and injuries by taking statements, conducting scene investigations

and inspecting property damages; handled phone calls, mail, prior losses

and new losses on a daily basis while utilizing time and conflict

management along with problem solving skills to ensure timeliness of

responses, payments and regulation letters with also providing excellent

customer service; negotiated fair and equitable settlements on behalf of

our policy holders; analyzed claims for possible fraudulent activity;

contended with lawyers and other insurance company adjusters.

Selected Achievements:

. Developed bilingual (English and Spanish) rental coverage explanation

letter template which is automatically generated and sent to the

Insured on behalf of the company.

TRAINING, CERTIFICATION & SKILLS

Certification on Communication and Business Writing

CIAC certification from ICMI (Incoming Calls Management Institute)

Computer Proficiencies:

Microsoft Office (Word, Excel, PowerPoint), SharePoint 2007; PeopleSoft

ESS; Team Track;

Familiar with Snag It, Rep View/APS, XML, and SQL

Languages:

Fluent in Spanish

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